TASK_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses when it is repaired. - Support and Troubleshooting

TASK_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses when it is repaired. Description  TASK_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses when it is repaired.

Cause Custom business rules conflicting with out-of-box (OOB) SLA business rules

Resolution 1) Check for if script includes related to SLAs are customized

2) Check if the Business rules on TASK_SLA table are customized

3) If Step 1 and Step 2 are false, check for custom Business rules on the task (on which the task_sla is attached) table. Check the order of the business rules. If the order is 99 or 100 or 101, they might be conflicting with SLA business rules.

4) Deactivate all the custom business rules which has order - 99 or 100 or 101 and then test it.

5) If the TASK_SLA pauses correctly when the pause condition is met the first time, then recommend changing the order of these custom business rules to 200 or above.